First Line Service Desk Engineer

Welcome to the Latest Job Vacancies Site 2024 and at this time we would like to inform you of the Latest Job Vacancies from the Ekco with the position of First Line Service Desk Engineer - Ekco which was opened this.

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As a first Line Service Desk Engineer, you will be responsible for providing technical support and exceptional customer service to our clients.

About Us:

Ekco is on a journey to becoming a leading force in the Global tech landscape! We accelerate our customers digital ambitions security and intelligently through our focus on People Excellence, Customer Closeness, Speed of Execution, and Innovation & Thought leadership.

We have over 900 highly talented and supportive colleagues (and counting) across a number of locations in the UK, Netherlands, Ireland, Malaysia and South Africa!

The Role:

We are looking for a first line ServiceDesk Engineer looking to grow their career with a leading IT service provider. The role will be based in our Cork office. As a first Line Service Desk Engineer, you will be responsible for providing technical support and exceptional customer service to our clients. You will serve as the first point of contact for troubleshooting and resolving IT issues, ensuring prompt and efficient resolution to meet client expectations. This role requires excellent communication skills, technical expertise, and a strong commitment to delivering outstanding service.

Key Responsibilities:

• First-level Support: Serve as the initial point of contact for clients, receiving and responding to IT service requests via phone, email, or ticketing system in a timely and professional manner.
• Troubleshooting and Issue Resolution: Diagnose, troubleshoot, and resolve hardware, software, and network-related issues reported by clients, employing effective problem-solving techniques and providing clear instructions or recommendations.
• Incident Management: Log all service requests and incidents, accurately documenting client interactions, troubleshooting steps, and resolutions within the ticketing system.
• Remote Support: Provide remote assistance to clients by guiding them through the resolution process, remotely accessing their systems when necessary, and ensuring timely issue resolution.
• Client Communication: Maintain regular communication with clients, providing updates on the progress of their requests, resolving inquiries, and managing their expectations regarding issue resolution timeframes.

• Escalation Management: Collaborate with the 2nd and 3rd Line Support teams, as well as vendors, to escalate and coordinate the resolution of complex technical issues and ensure service level agreements (SLAs) are met.
• Carry out onsite installation, configuration and maintenance of client hardware, software & infrastructure.
• Documentation: Contribute to the development and maintenance of the knowledge base, creating and updating technical documentation, FAQs, and user guides to facilitate efficient troubleshooting and issue resolution.
• Proactive Monitoring: Monitor client systems and networks using remote monitoring and management (RMM) tools, proactively identifying, and addressing potential issues before they impact the clients operations.
• Continuous Improvement: Stay up-to-date with the latest industry trends, technologies, and best practices, continuously enhancing your technical knowledge and skills to provide cutting-edge support.

Key Requirements:

• Previous experience (1 year) in a similar 1st Line Service Desk Engineer role, preferably within a Managed Service Provider (MSP) environment.
• Technical knowledge and troubleshooting skills in Windows operating systems, Microsoft Office Suite, networking, hardware, and commonly used business applications.
• Familiarity with ticketing systems and remote support tools.
• Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients.
• Outstanding customer service and interpersonal skills, with a patient and empathetic approach to resolving client issues.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment.
• Relevant certifications (e.g. CCNA, N+, MCSA ) are a plus.

Benefits/ Perks:

• ️ Time off - 25 days leave + public holidays
• x1 day Birthday leave per year
• Pension Scheme
  
• Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
• ️ EkcOlympics - a global activity for fun!
• Learning & development - Unlimited access to learning platforms

Why Ekco:

• ️ Microsoft’s 2023 Rising Star Security Partner of the year
• VMware & Veeam top partner status
• Ranked as one of the fastest growing technology company in the Deloitte Fast50 Awards
• Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
• We recognise the value of internal mobility and encourage opportunities for internal development & progression
• ✨ Flexible working with a family friendly focus are at the core of our company values

Information :

• Company : Ekco
• Position : First Line Service Desk Engineer
• Location : Hybrid work in Cork, County Cork
• Country : IE

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the First Line Service Desk Engineer job info - Ekco Hybrid work in Cork, County Cork above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies First Line Service Desk Engineer job info - Ekco Hybrid work in Cork, County Cork in 29-04-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.